CCPulse is not showing answered value for Routing Point

[aizham]

Guys,

Really appreciate if some could assist me on this problem that i face right now. In ccpulse or ccanalyzer (historical) i can see any value for answered call. I can see entered and distributed values. I have created an SR to genesys and based on their feedback the call enter the routing point and target an agent, once target found the call will be directed to an acdqueue before the agent answered the call. That is why the RP doesn't show any answered figure.

Currently we are using 'route-thru-queue' option by setting it to true. When is change the value to false and monitor the report it is still the same (no answered value on RP). Anybody has any idea how to fix this problem?

[cavagnaro]

CallAnswered is a retrospective statistics, meaning that the value will come from the agent to the RP who routed the call to him. If you have some middle element then you will not be able to get the statistics because it is not the RP who is routing the call to the agent. I had similar issue with a Nortel and have to redo logic in order to obtain good statistics.

[aizham]

The problem with my customer is they wanted all calls that are routed to agent to be treat as an ACD call. In this call we have turn on the 'route-thru-queue = true' and turn on the DirectAgent calling in the PABX at the same time they also want to monitor Route Point for CallsEntered, Callsistirbuted, CallsAnswered and etc. How do you redo the logic?

[cavagnaro]

And can't you forbid that internal users or externals call agents directly and force them to call to the Routing Point?